Bilingual Call Center Agent

JOB TITLE: Agent, Call Center

POSITION STATUS: Permanent – Full-Time

DEPARTMENT: Call Center - Cruise

LOCATION: Montreal, Quebec

Air Canada Vacations is on the lookout for passionate individuals seeking a challenge and opportunity to grow within our company. The Cruise Reservations Agent will be responsible for managing reservations across a wide selection of cruise lines and itineraries worldwide. This role involves processing new bookings, modifying existing reservations, and providing detailed quotes for various sailings. The ideal candidate will be quick to learn, meticulous in their work, and capable of adapting to the unique guidelines and rate codes associated with different cruise lines. You will be responsible for embodying the Air Canada Vacations Quality Standards, and ensuring that we deliver on our common purpose of creating perfect vacations that stay with our customers

WHAT YOU'LL BE DOING

• Meet and surpass the Call Centre goals related to customer service, sales objectives, handle time, and other objectives;
• Offer unparalleled customer service and exhibit care for our customers, travel agencies and consumers alike;
• Utilize selling and upselling techniques to close the sale of vacation package bookings
• Maintain a high level of professionalism in all communications and customer satisfaction.
• Act in an efficient and accurate manner when booking reservations using the Air Canada Vacations in-house systems;
• Promote the services of Air Canada Vacations to travel agencies and consumers contacting our offices;
• Ensure customers are informed of all relevant reservation details and products;
• Maintain a current and accurate knowledge of all our diverse travel products, booking procedures and policies and applying this information through the booking process;
• Observe all procedures in handling reservations and related activities;
• Perform other tasks as assigned by immediate superior.

WHAT YOU BRING TO THE TEAM

• College diploma in Tourism or relevant work experience;
• Sales experience with the ability to recognize sales opportunities;
• Exceptional attention to detail and organizational skills, strong verbal and written communication skill.
• Bilingualism (English and French) and strong communication skills;
• Working proficiency of reservation systems: Revelex, Cruise Line systems, TTS, an asset. 
• Available to work flexible schedules, nights and weekends
• Available for a 5-8 week training program from Monday to Friday (may include nights & weekend)
• Experience in fast-paced environments, in a call center setting is an asset
• High volume inquiries during peak travel seasons.
• Ability to learn quickly and retain product knowledge.

WHY WORK WITH US?

• Our team loves to travel, and we have one of the most generous employee travel programs in the industry. You'll be eligible for travel privileges for yourself and other eligible persons once you've completed 6 months of service
• Hybrid work model
• We value your wellbeing and offer a wide variety of benefit plans, including health and dental, for you and your family
• We offer training and development tools to help unlock your full potential

Please note that these benefits apply to permanent, full-time employees.

Visit our Careers page for a full list of benefits.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

Air Canada Vacations is committed to ensuring a Diverse, Equitable, and Inclusive Workplace, fundamental to its core values. We celebrate the uniqueness of every individual, listen to every voice, and instill a sense of belonging in our people that allows each team member's authentic self to truly shine.  

We encourage individuals of all backgrounds to apply as we strive to create a diverse team that mirrors the diversity of the customers and communities we serve as an equal opportunity employer. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.